Case Study: Aldar Properties boosts customer satisfaction and SLA fulfillment with Oracle Service Cloud

Aldar Properties Enhances Customer Service Quality with Oracle Service Cloud

Aldar Properties, a real estate developer in the United Arab Emirates, needed to improve service levels for residential customers and retail tenants across its properties. With customer channels that were not integrated or automated, and with more than 12,000 property contracts governed by strict SLAs, Aldar turned to Oracle Construction and Engineering, using Oracle Service Cloud to enhance customer satisfaction, retention, and operational efficiency.

Oracle Construction and Engineering implemented Oracle Service Cloud in phases, integrating it with Oracle Sales Cloud, Oracle E-Business Suite, and Oracle Financials to create self-service portals, automate workflows, and improve visibility across departments. The results included 60% faster processing of retail tenant work permits and no objection certificates, 75% less interdepartmental effort for approvals, stronger SLA fulfillment, reduced paper and storage use, and improved service for more than 11,000 residential customers and 800 retail businesses.

Aldar Properties

Dayan De Alwis

Manager – CRM and Data Solutions